Complaints Procedure
Kennington Removals Complaints Procedure
Kennington Removals is committed to delivering a professional, reliable and courteous removal service for all customers. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can address your concerns and improve our services. This complaints procedure explains how you can raise an issue with us, how we will respond, and what you can expect at each stage.
Purpose of this Complaints Procedure
The purpose of this procedure is to provide a clear and fair process for customers who feel dissatisfied with any aspect of our services. This includes, but is not limited to, home removals, packing services, storage arrangements, and related activities carried out by Kennington Removals.
We aim to:
Respond to all complaints in a timely and respectful manner.
Investigate complaints thoroughly and impartially.
Provide clear explanations and, where appropriate, suitable resolutions.
Use feedback to improve our practices, staff training, and service quality across our operating area.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about the standard of our services, our staff, our communication, or the way we have handled a previous enquiry or issue. You may wish to complain about:
Service quality during your move, including packing, loading, transport or unloading.
Punctuality or reliability of our teams or vehicles.
Damage to property or belongings during the removal process.
Conduct, attitude or behaviour of our staff or contractors.
Accuracy of quotes, invoices, or other documentation.
Any failure to follow our agreed terms and conditions.
If you are unsure whether your concern qualifies as a complaint, you are still encouraged to contact us so we can help.
How to Make a Complaint
You can raise a complaint with Kennington Removals in writing. Providing your complaint in writing helps us to understand your concerns clearly and to keep an accurate record of our communications.
When making a complaint, please include the following information where possible:
Your full name and address.
The date of your removal service or booking.
Any relevant reference number or invoice details.
A clear description of your concerns, including what happened and when.
Details of any conversations already held with our team about this issue.
What outcome or resolution you would consider fair.
We recommend submitting your complaint as soon as possible after the issue arises so we are able to investigate effectively. Complaints raised a long time after the event may be more difficult to assess, especially if evidence or records are limited.
Our Complaints Handling Stages
Stage 1: Acknowledgement
Once we receive your complaint, we will acknowledge it in writing. Our acknowledgement will usually be sent within five working days. In this acknowledgement, we will confirm that we have received your complaint and provide an outline of the next steps and anticipated timescales.
Stage 2: Investigation
Your complaint will be allocated to an appropriate member of our management team who has not been directly involved in the matter being complained about, wherever possible. The investigating manager may:
Review booking forms, job sheets, and internal records relevant to your move.
Speak with staff members or contractors involved in delivering your service.
Assess any photographs, correspondence or other evidence supplied.
During this stage, we may contact you for further details or clarification to ensure we fully understand your concerns.
Stage 3: Response and Outcome
Following our investigation, we will provide a written response. We aim to send this within 20 working days of acknowledging your complaint. If we require more time due to complexity or the need to obtain additional information, we will explain the reasons and provide an updated timeframe.
Our response will usually include:
A summary of your complaint as we understand it.
Details of the investigation steps we have taken.
Our findings and any conclusions reached.
Any apology, explanation or corrective action we consider appropriate.
Information about how to escalate your complaint if you remain dissatisfied.
Possible Resolutions
Depending on the circumstances, potential outcomes of a complaint may include:
A formal apology and explanation.
Practical steps to put things right where reasonably possible.
Review of our internal processes or staff training.
Consideration of compensation in line with our terms, conditions and any applicable insurance, where loss or damage has been established.
Any remedy offered will be based on the evidence available, the nature of the issue and the terms under which our services were provided.
Escalating Your Complaint
If you are not satisfied with our Stage 3 response, you may request that your complaint is reviewed at a higher management level within Kennington Removals. When asking for an escalation, please explain which parts of our response you disagree with and why, and provide any additional information you feel is relevant.
The escalated review will focus on whether:
The original investigation was carried out fairly and thoroughly.
Our conclusions were reasonable and based on the available evidence.
The resolution offered was appropriate in the circumstances.
We will aim to provide a final written outcome to your escalated complaint within 20 working days of your request for escalation.
Time Limits and Historical Complaints
To ensure that your complaint can be properly investigated, we encourage you to contact us as soon as possible after the incident. In most cases, we will not normally consider complaints raised more than 12 months after the event, unless there are exceptional reasons why the matter could not be brought to our attention earlier.
Your Responsibilities During the Process
To help us resolve your complaint effectively, we ask that you:
Provide information that is accurate, complete and timely.
Keep copies of any documents or photographs you submit.
Communicate with our staff courteously and allow us reasonable time to investigate.
Respond to any requests for further information as promptly as you can.
Continuous Improvement
We take all complaints seriously and use them as an opportunity to review and improve our services throughout our operating area. Feedback from customers helps us strengthen our procedures, enhance staff training and maintain consistent standards in our removal operations.
This complaints procedure does not affect your statutory rights. We reserve the right to amend this procedure from time to time to reflect changes in our services, industry standards or applicable regulations.
